Client Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct regular client meetings, which include Customer Business Reviews (CBRs), operational evaluations, and strategic planning sessions.

• Act as the main relationship manager for designated client accounts, ensuring high levels of customer satisfaction and engagement.

• Serve as a bridge between clients and internal teams such as Helpdesk, Engineering, Security, Projects, and Leadership.

• Track client health, service trends, ticket activity, and engagement metrics to proactively spot risks and opportunities.

• Organize and oversee client onboarding processes to guarantee a seamless transition into managed services.

• Assist clients in understanding service offerings, security advice, project roadmaps, and technology best practices.

• Foster accountability internally by following up on unresolved issues, escalations, projects, and client concerns.

• Spot chances for process enhancement and improved service delivery.

• Keep precise documentation of client meetings, action items, and strategic initiatives within CRM and ticketing systems.

• Aid in account expansion by identifying additional client needs and collaborating with sales and leadership teams.

• Stay updated on emerging technology, cybersecurity trends, and best practices within the MSP sector.

⛳️ Requirements

• Minimum of 3 years of experience in Client Success, Account Management, Customer Experience, or MSP account management.

• Excellent communication and presentation skills with the ability to lead executive-level discussions with clients.

• Experience in conducting Customer Business Reviews (CBRs) or strategy meetings with customers.

• Capability to build trust and maintain strong, long-lasting client relationships.

• Strong organizational and project management skills with the ability to handle multiple priorities concurrently.

• Comfortable operating in a fast-paced technology services environment.

• Analytical mindset with the capability to review service metrics and identify patterns.

• Professional, proactive, and solutions-focused attitude.

• Familiarity with CRM, PSA, ticketing systems, and Microsoft Office preferred.

• Experience in the MSP or IT services industry is strongly preferred.

• Knowledge of cybersecurity concepts, managed IT services, cloud technologies, and Microsoft 365 environments is preferred.

• Experience collaborating with technical teams and translating technical terminology into business-friendly language.

🏝️ Benefits

• Salary: $1,800-2,500 per month (Philippines), $1,200-2,000 per month (Indonesia)

• 2 Weeks of vacation

• Additional benefits for Indonesia include medical, dental, paid vacation, and a retirement plan